Continuous Improvement Lead

Company: Smollan

Location:

Posted: May 7th, 2026

Data Insights & Performance Analysis, Analyse sales, retentions, and inbound performance to identify trends, gaps, and opportunities.
Review and interpret dialler statistics, contactability, productivity, and agent-level outputs.
Produce clear, actionable insights for leadership teams.
Develop recommendations for dial attempts, recycling rules, call windows, and campaign prioritization.
Advise on which campaigns to drive when, based on performance patterns, volume, and seasonal behaviour.
Run tests on dialler logic, scripts, and agent pools to determine what improves outcomes.
Identify root causes behind low performance and propose practical solutions for improvement.
Recommend enhancements in scripting, sales approaches, workflows, and customer handling.
Document and replicate successful behaviours and processes across the call centre.
Act as the champion for efficiency, productivity, and smarter ways of working.
Drive improvement initiatives from concept to implementation, tracking impact and results.
Work closely with Team Leaders, QA, Training, and Management to strengthen performance.

Experience in a Sales-driven Call Centre Environment (essential).
Strong analytical capability (Excel, Power BI or similar).
Understanding of dialler operations, outbound strategy, and campaign management.
Ability to convert data and trends into strategic, actionable solutions.
Strong communication, influencing, and problem-solving skills.
Continuous improvement mindset with the ability to challenge current ways of working.

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